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All forms of Incident reports can be tracked through email or the WaveMaker Support Portal.
Level | Severity | Definition |
---|---|---|
1 | Critical | Production system is fully down or there is substantial loss of service that impacts work. The situation can be described as an emergency. |
2 | Major | Important features are unavailable causing major impact although restricted operation is possible. Some or all users may be affected. |
3 | Minor | Minor loss of service causing inconvenience, but no loss of data when functionality is restored; a workaround may fix the error at least temporarily. |
4 | Question | Information request or clarification on a function or newly deployed feature; no loss of service is experienced. |
An incident in turn might result in a Software Error and may need a Software Fix by the product engineering team delivering the Software.
Level | Severity | Premium Support, Targeted Response Time* |
---|---|---|
1 | Critical | 2 business hour(s) |
2 | Major | 4 business hour(s) |
3 | Minor | 1 business day(s) |
*Response Time is defined as time (within the applicable Technical Support Zone) for first contact by WaveMaker back to Company with regards to and after receiving an Incident report.
Zone | Normal Business Hours | Suitable for Customers of |
---|---|---|
Zone 1 (US zone) | 7am – 4pm PST | US, Canada, Latin America, South America, Australia |
Zone 2 (Asia zone) | 9am – 6pm IST | India, South East Asia, Middle East |
Zone 3 (EU zone) | 9am – 6pm GMT | Europe, Africa |
The table below provides distinction between Standard Support and Premium Support.
Facility/Feature | Standard Support | Premium Support |
---|---|---|
Incident reporting | Designated Support Contacts may report all incidents through Email support address provided by WaveMaker | Phone call to WaveMaker support number for severity 1 and 2 Incidents or Email support address provided by WaveMaker for all other incidents |
Designated Support contacts | 1 | 5 |
Incidents | 5 per month | Unlimited |
Response time | No guaranteed response time | Targeted response time depending on severity of issue reported, as described earlier. |
Document: 144-0000 Support Policy